Abstract:
Transport plays greater roles for economic growth
and social development of nations. Public transport was
a shared passenger transport service which was
available for use of general public for the purpose of
travelling from an origin to a destination. In Addis
Ababa transport service was being delivered to the
public through publicly owned Anbessa city bus service
enterprise, Alliance bus, and sheger bus and different
privately owned vehicles, such as small bus and taxis.
This study Analysis of customer satisfaction of
Anbessa city bus service and approaches to improve the
public transportation system to play a major role in
creating safe, sustainable, and equitable urban mobility
in the context of Addis Ababa city, Ethiopia. The study
mainly relies on primary data for its analyzed with
the help of sample surveys and structure interviews,
questionnaire, and observation. Due to the increasing
competition of service and the high demand of the
customers, service quality was the fundamental factor
to measure customers’ satisfaction in Addis Ababa city.
The questionnaire of this study was designed using five
dimension of service quality and 500 respondents, who
use Anbessa city bus service were randomly selected to
elicit their overall satisfaction in the use of Anbessa
city bus service in Addis Ababa city using a self-rated
questionnaire. Data obtained were analyzed using
descriptive statistics and Regression analyses with the
help of SPSS 20.0 version software. Finding of the
analysis may be useful to improve the bus services in
the selected terminal.
